Customer Success Manager

Location: Remote

TripShot moves people - offering a complete transportation platform for Public/Private Agencies offering Fixed Routes, On Demand, Payment Services, and Vanpool/Carpool/Bike, all under one platform. TripShot provides a solution that no other company is offering in the market today. TripShot continues to be the market leader for Private commute transportation and is looking at expanding that success in the Public space.

The Customer Success Manager plays a key role within the organization acting as a representative and ambassador to promote positive internal and external relationships for the benefit of the company. The Customer Success Manager serves as the lead point of contact for any and all matters related to driving overall customer satisfaction of their accounts to include; proactive engagement in transportation planning efforts, expand customer accounts, increase customer retention, solve customer issues and more.

The ideal Customer Success Manager will proactively engage with customers, maximize value and create strategies to grow TripShot’s customer base. The Customer Success Manager will uphold the TripShot brand by providing excellent customer service to our customers, building relationships based on trust and responsiveness, and hands-on work to provide timely and effective support to the overall operations.

Job Responsibilities Include:

  • Understand the TripShot platform and product vision/roadmap to help our clients understand the power of TripShot, uphold the TripShot brand and anticipate market needs.
  • Have intimate knowledge of our clients’ needs and TripShot’s value proposition.
  • Oversee a portfolio of assigned customers, serving as lead point of contact for any and all matters.
  • Build and maintain strong, long-lasting customer relationships.
  • Oversee and react appropriately to Tier 1 and 2 support to customer operation needs while developing solutions to proactively alleviate other customers from having similar issues.
  • Strategically identify new business opportunities among existing customers.
  • Continuously and proactively stay engaged with customer operations to gain in depth knowledge to identify potential challenges and recommend solutions.
  • Liaise cross-functional internal teams to improve the entire customer experience, bringing in Sales, Support, Product and Executives as necessary.
  • Review and analyze customer product improvement requests to validate the request before submitting to Product and Engineering teams in GitLab.
  • Manage customer expectations and Product timelines related to bug fixes and feature requests.
  • Understand and adhere to contractual scope of work and service level agreements.
  • Attend and participate in client meetings – weekly check ins, release review meetings and Quarterly Business Reviews.
  • Utilize metrics, reports and dashboards to stay informed as well as share relevant and useful data with the customer.
  • Update and engage internal teams in real time on any urgent or business impacting manners but otherwise provide weekly status reports as appropriate.
  • Coordinate with team members working on the same account to ensure consistent service.
  • Track and route problems and requests and document resolutions in Sales Cloud.
  • Inform leadership of recurring problems and share best practices with fellow Customer Success Managers.
  • Identify and analyze issues, patterns and trends in customer requests and product performance.
  • Manage projects within client relationships, working to carry out client goals while meeting TripShot goals/roadmaps.
  • Stay current with product and system information, changes and updates.
  • Own and maintain customer Salesforce record, Google Drive folder and other associated customer information.
  • Some travel may be required.

Qualifications:

  • Must be customer focused.
  • Have a “make it happen” mentality - maintain a positive attitude and willingness to roll up sleeves and dig deep to achieve goals.
  • Strong understanding and curiosity of TripShot’s platform and competitive landscape.
  • Be able to think creatively and develop out-of-the-box ideas to overcome challenges and objections.
  • Demonstrate experience managing large customers and prioritizing workflow accordingly.
  • Must possess the ability to deliver business value to the account and build on strong client relationships.
  • Able to communicate clearly with excellent written, verbal and interpersonal communications skills.
  • Flexible and able to multitask; can work in an ambiguous, fast-moving environment, while driving towards clarity and solutions.
  • Demonstrates resourcefulness.
  • Strong problem analysis and problem solving skills - comfortable asking questions to determine nature of problem.
  • Able to take initiative.
  • Attention to detail and accuracy.
  • Minimum of 5 years relevant experience.
  • Strong communication, presentation and client management skills.
  • Ability to manage multiple, competing priorities simultaneously.
  • Passion for TripShot and what we are trying to achieve in sustainable transportation.
  • Experience with Salesforce Service Cloud and GitLab is desired.

TripShot is committed to equal employment opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.

Apply by submitting your resume to jobs@tripshot.com